Wednesday, May 13, 2020

"Looking to VENT" with J.Crew

This is the weekly "Looking to VENT with J.Crew" post, a place to share our not-so-stellar experiences with J.Crew.

If you have recently experienced a frustrating situation with J.Crew, maybe you might be willing to share that information with us in this post.

Please feel free to share your story on almost any topic— including poor experiences with purchases & orders, promotions/ offers, in-store visits, transactions with store associates, etc.

41 comments:

  1. no Canadian promo. I know I am preaching to the choir...but am still hoping somebody from the company reads this .

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    1. With you on this. So disappointing... I remember promotions happening all the time...not anymore for us Canadians. Hopefully, there will be something for this coming long weekend.

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  2. This is not a vent but wondering if jcrew will have an upcoming sale on more swimwear? I just saw a new suit I want but hate to pay full price. Can someone tell me what the past sales have been close to Memorial Day. Thank u

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    1. Hi Ellen! They just had one where suits were about 60% off (but not all of them). Sale is unpredictable at this point with prices on sale items fluctuating as much as the additional % off sale promos. I’d set a price in your mind of what your willing to pay and stick to that. I recently got one of their one pieces on promo for $40 and thought that was a good deal.

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  3. My order vanished into the postal system with no traching updates since May 3rd. How long until J Crew will give a refund on a lost package? The original delivery date was May 8th.

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    1. This happened to me before. Mine disappeared from tracking: the message when I looked up the number directed me to call a 1800 UPS number, which when I did told me something happened to my package "like it got left behind by a truck." I emailed JC with this info, and they refunded me. I ended up receiving the package 3 week later out of the blue (I stopped tracking it once I got the refund).

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    2. I think they say 7 days. I’d call or DM tomorrow.

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  4. Not a vent: JC just sent an email saying some stores were starting to reopen, and they'll be offering curbside pickup/contactless payment etc.
    Question to those of you without cars (like me): Even if stores are open, will you go if you have to take public transit to get there? Personally I want to leave public transit to essential travel only... don't think shopping or returning an order would qualify. I wonder if they'll still waive return fees if people don't feel safe doing instore returns.

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    1. @eeps are you friendly with your store managers? I’d reach out to them if/when they do open and see if they’ll adjust the policy for you. Everybody has different levels of comfort when it comes to Covid (often a reflection of their own health or that of their close family and friends). I know my store manager would definitely accommodate people who didn’t want to come by for returns when our store opens back up.

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    2. This might sound stupid, but could you walk? I wouldn’t take public transport for awhile. OT but we were planning on a big trip for our recent big anniversary and I can’t see purposely getting on a plane anytime soon.

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    3. No - mine was Brookfield, due to proximity to my office, and they had a lot of staff turnover after the store converted to a regular store. No idea who the store manager is anymore.

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    4. I will definitely return as soon as stores open. Of course, you have to follow what you’re comfortable with.

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    5. Given the bankruptcy, I doubt they will waive return fees, regardless of how customers feel about returning to stores, especially since they are taking numerous in-store precautions (and in-store returns are a way to get customers back into the stores). However, they have extended the return period to 60 days for purchases after 3/1 per the Covid-19 update on the website.

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  6. I returned some items that I ended up reordering (lower prices, different sizes). The returns were credited to the re-order, not the original order, even though I included a printed packing slip off of Jcrew.com. Has anyone experienced this same thing? You would think that once they scan the barcode from the return slip, the returns would have been credited to the correct order.

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    1. Yes, I have experienced that and just about everything else that can happen with sending returns. I don't understand why it happens when all of the proper paperwork is included.

      The closest J.Crew store is two hours away, so I have been sending returns for years. I will say that when things went back to Lynchburg, VA, all was well. My problems started when this Narvar system was put in place (over a year ago?). I got fed up with it, so I started saving up returns and making the drive (about once a month) since there are other stores and such in that area that I don't have available in my small town. The associates at J.Crew were lovely, and I got my credit immediately, so it was worth the trip.

      All that is to say that I have had any and all problems mentioned here with shipping back returns to Pennsylvania. It is taking much longer now to resolve the issues since there are understandable delays under these unique circumstances. Nevertheless, you have to stay on top of it. Last week I called CS about a return that they received on April 2. I had called before but was told to wait a couple of weeks. CS did credit the items this time.

      I'm hesitant to send more back because it becomes a WFH situation keeping track of it all and making the phone calls. I'm hoping that my store "returns center" opens soon, and I will make the drive. If it ends up being one of the stores they close, then I will no longer be a customer. It's too taxing with all of the order/reorder due to price changes and no adjustments.

      Perhaps after all of the phone calls they have had to handle because of the returns system, they will do something to improve this situation.

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    2. This happened to me recently, where they returned my reorder. I had to email them to fix it, and it took about 2 weeks for them to correct it on my credit card.
      I've also seen this happen (or stopped it from happening) when I return in person, and they don't use the invoice. Sometimes associates just pull up your shopping history using your email, and then assume the item you're returning is part of the most recent orders. I've had to watch the screen to make sure the scan for the item was refunding the correct price. One time the difference was $50+ after I pointed out the correct order to refund from, to which the SA responded "woah, that's a big difference."

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    3. I've had that happen too, eeps. I print out my order and make sure they do the return with that exact order number. It sure can take a lot of babysitting.

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    4. Same thing here. Have to keep calling to receive shipping credits in addition to the above. I also have a bunch of orders that haven’t shipped yet and some of the prices have dropped significantly. Have to call about those as well. Depending with whom you speak with, I have some luck with price adjustments and if not the items will go back and I will reorder at another time. I’m pretty disappointed with the continuing pricing games. One last vent, I also have an AMEx card stored and they charged the card for something I didn’t even order.

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    5. Now that is terrible, Lynn--being charged for something you didn't order. It's all getting too exhausting for words. I need to stop and ask myself how much I really want any of this stuff. Is it worth all of the trouble? Shopping shouldn't be this taxing.

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    6. How on earth did the AMEX charge even happen?? Are you sure your acct wasn't hacked?

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    7. This happened to me, but Jcrew was incredibly gracious and took care of it. I just sent back a big box and they credited one order but not the other. They got back to me right away and said the other order would take five days at max to be credited.

      Contrast Nordstrom. I returned and rebought something and despite the right receipt being in the box they credited the later, cheaper order. When I reached out to them on chat I got some rude rep who told me that it's their pricing policy to not allow customers to get around the price adjustment policy by returning and rebuying. I hung up and looked at the policy. No such thing in there. So I called back, got a new rep, and got a credit. Horrid. If they are going to do that, fine, but at least let customers know.

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    8. @eeps, Here is the CS explanation, someone supposedly has the same first and last name as I do but with a gmail account profile which I didn’t believe. I got nowhere and had her remove my AMEX card which I had done already on my side recently but they must have secondary access to the card. No apology, signed into my AMEX and disputed. I do use my Jcrew card for all of my purchases but I’m getting sick and tired of this back and forth having to dispute charges, mistakes etc. Final thoughts maybe they were hacked. Who knows, I’m angry period.

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    9. @lynn that sounds dubious. Doesn't make sense that just bc someone else has your full name but with a different email could be able to charge an order to your cc. Unless CS was placing an order by phone and pulled up the wrong email for order history, but from my experience ordering on the phone, they ask you to verify address and phone number, etc., to make sure it's the right person's acct even if the name is the same! Sounds like they've been hacked or someone hacked your specific acct.

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    10. @eeps, exactly and I’m well aware of the protocol they must follow. The only time they don’t is when I work with the VPS that know me and then they confirm shipping address because it’s different than my billing. I believe they were hacked and kept mum on it. I have had no suspicious activity on my AMEX other than the item I mentioned. Thanks for the reply. Have a nice weekend.

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  7. Surprisingly, I emailed CS yesterday and got a pretty quick response. They were apologetic and said they would credit the difference for what I was supposed to receive. However, today, I saw that I was charged for two return labels, even though everything was in the same box. And, a pair of sandals that went back in the same box hasn't been returned to my account yet. I sent them another email, will wait and see...

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